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36 Cards in this Set
- Front
- Back
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Mission Statement |
Define: formal short statement of the purpose of the company. spells out overall goal, guides decision making
Purpose statement - what you are trying to achieve Business statement - business practices use to achieve the stated purpose Value statement - principles, commitment to quality, integrity, innovation |
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Vision Statement |
Define: The future state: An ideal picture of what the organization wants to become.
Characteristics: Values based Inspires pride, sense of belonging Stretch capabilities of self image for orgainization |
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Operations Management |
The management of the tactical activities that are necessary to ensure day-to-day efficiency and effectiveness in the support organization |
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Strategic Plan |
2 to 3 year future state plan, assess business environment, trends
Where are we now? Where do we want to be? |
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Tactical Plan |
Short term plan including staffing, training, infrastructure, etc
How are we going to get to where need to be? How will performance be measured?
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Operational Plan |
Day-to-Day planning, the execution of the technical plan
Assessing process vs skills Conducting skills gap assessment Process documentation
Trending with baselines GAP analysis - actual performance vs potential
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Values |
Core ideology of the organization - deeply held values do not change over time. |
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Strategy |
Careful method or plan for meeting a goal. Implemented through policies, focuses all team members on common goals.
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SWOT analysis |
Strengths - qualities that can be leveraged now Weaknesses - qualities that need to be improved to minimize impact Opportunities - new options that can enhance offerings or increase success Threats - outside factors which introduce risk |
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Support Center Evolution Phase:
PAST |
Entry level - low skilled staff Reactive Paper based system Phone based system: voice and fax |
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Support Center Evolution Phase:
PRESENT |
Proactive Automated incident logging/tracking Internet and web based systems Electronic services: Email, chat Customer Service Relationship management |
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Support Center Evolution Phase:
FUTURE |
Expanded scope of services Customer and business centric Universal queue and Universal agent Self-Healing technologies |
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IT Financial Management |
Activities: Budgeting / Accounting / Charging
Purpose: - provides the resource to identify costs and values of services - develops pricing models for IT services - develop ROI models |
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Capital vs Operational Expenditures |
Capital - associated with long term use
Operational - expenses associated with day to day activities |
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Fixed vs Variable costs |
Fixed - does not vary with usage (ie, RENT)
Variable - depends on usage |
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Direct vs Indirect costs |
Direct - related to specific IT services, or processes ( IE - equipment )
Indirect - costs that cannot be easily attributed to costs of a specific service (IE management salaries) |
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Risk Management |
The identification, assessment, and prioritization of risks followed by coordinated application of resources to minimize, monitor, and control the probability or impact of risk. |
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Value of Promoting Support / Marketing |
- Educate customers on value - Communicate Priorities - Make customers aware of team's contributions - Set customer expectations - Increase visibility of support to stakeholders - Improve customer satisfaction - Increase customer loyalty - Improve moral as staff feel more valued |
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Ways to promote Support |
- Use metrics to demonstrate value (convert lagging metrics into financial and service impact statements) - Translate service performance into relative cost benefit to business objectives - Communicate performance in terms of ROI for exec. teams |
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Channels for promoting Support |
- IT services dashboard -(cust satisf, financial, SLM) - Support newsletter - How to use support, changes that will impact you - Lunch and Learns - Customer rounding (management) - Set up a booth in customer areas - Hold an open house - Scheduled support rounding times |
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What is a goal?
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The desired end-points in support of your strategy. |
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What is a strategy?
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A careful method or plan for meeting an organizational goal.
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What is a stakeholder?
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Any person or group that has an interest in the support center operations.
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What is an objective?
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A milestone to measure progress toward a goal
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What is a CSF? |
Critical Success Factor |
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Define a Critical Success Factor? |
An area of success that must happen if an ITA service, process plan project or activity is to succeed.
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What is a trend analysis
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The analysis of changes in a given item if information over a period of time. |
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What is a baseline? |
A marker/starting point for later comparison. |
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Define a Gap Analysis
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the comparison of the support organization's actual performance against its potential or past performance. |
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What is an SLA?
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Service Level Agreement |
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Define a Service Level Agreement |
a commitment to provide a certain level of service within a specific time frame, with specific expected results. |
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What is an SOP?
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Standard Operating Procedure
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Define a Standard Operating Procedure
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Addressed to the support staff and contains step-by-step procedures for meeting an SLA |
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What is a Risk?
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The chance of something happening that will have an impact on objectives |
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When is it appropriate to take a risk?
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High degree of effectiveness is likely to be the result the risk is not connected to a service delivery the customer understands a risk is being taken the manager understands the consequences |
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What is alignment?
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Each element both governs and supports the other. The promises in the vision/mission statements are measured by SLAs. SLAs are supported by the SOPs. The Support goals are linked to business goals. |
